{Expian}
{Expian}
{Expian}
Expian, formerly Ticknovate, is an experience-focused ticketing platform tailored to meet the complex demands of enterprise organisations. I was initially brought on to rapidly develop a new version of a support platform, which evolved into a two-year engagement involving a comprehensive overhaul of multiple interconnected platforms. During this time, I also played a key role in onboarding enterprise clients, and leading design initiatives at Expian.
{KEY HIGHLIGHTS}
{KEY HIGHLIGHTS}
Created new style and design systems, which include fully functioning and maintained component library, with re-usable components for templates solutions, and structured design rules. Transferred the client in Figma, where created easy navigable design files and folders.
Fully redesigned such platforms: Platform for support team members (Reservations), templated booking and self-service solutions for enterprise clients (B2C) which included 1 fully bespoke solution and 3 templated solutions.
Developed email templates for multiple use cases (commute, attractions and journeys). Templates included system and booking emails.
Re-Designed Desktop POS device (currently not implemented, only designed).
Created new style and design systems, which include fully functioning and maintained component library, with re-usable components for templates solutions, and structured design rules. Transferred the client in Figma, where created easy navigable design files and folders.
Fully redesigned such platforms: Platform for support team members (Reservations), templated booking and self-service solutions for enterprise clients (B2C) which included 1 fully bespoke solution and 3 templated solutions.
Developed email templates for multiple use cases (commute, attractions and journeys). Templates included system and booking emails.
Re-Designed Desktop POS device (currently not implemented, only designed).
{Deep Dive: Reservations Portal}
{Deep Dive: Reservations Portal}
Tasked with redesigning the Reservations Portal under a tight deadline, adding new features and improving functionality to better serve evolving user needs. Research revealed major usability issues in the existing dashboard, such as cluttered layouts, inefficient workflows, and manual processes, that hindered support team efficiency and frustrated users. Through user interviews and data analysis, we identified and prioritised these pain points to inform a more intuitive and effective redesign.
Tasked with redesigning the Reservations Portal under a tight deadline, adding new features and improving functionality to better serve evolving user needs. Research revealed major usability issues in the existing dashboard, such as cluttered layouts, inefficient workflows, and manual processes, that hindered support team efficiency and frustrated users. Through user interviews and data analysis, we identified and prioritised these pain points to inform a more intuitive and effective redesign.
Conducted in-depth research to develop user flows for the new platform, optimising usability and creating intuitive, seamless processes for enhanced user experience.
Conducted in-depth research to develop user flows for the new platform, optimising usability and creating intuitive, seamless processes for enhanced user experience.
Skipped wireframing and moved straight into UI design, creating a component library to ensure consistency and seamless integration across platforms, improving future design efficiency by 50%.
Skipped wireframing and moved straight into UI design, creating a component library to ensure consistency and seamless integration across platforms, improving future design efficiency by 50%.
{Feature Deep Dive: Editing Flow}
{Feature Deep Dive: Editing Flow}
After the initial redesign, the editing flow still fell short of fully meeting client needs, requiring a complete revamp to improve flexibility and usability. With no time constraints, we conducted a full design process, starting with data analysis and interviews with support teams across multiple clients to uncover core issues. We then researched best practices and explored solutions to create a more optimised and scalable editing experience.
After the initial redesign, the editing flow still fell short of fully meeting client needs, requiring a complete revamp to improve flexibility and usability. With no time constraints, we conducted a full design process, starting with data analysis and interviews with support teams across multiple clients to uncover core issues. We then researched best practices and explored solutions to create a more optimised and scalable editing experience.
Developed flow diagrams to uncover weaknesses in the existing flow and explore improved solutions for the editing process. This was followed by hand-drawn sketches, allowing creative freedom to design the most effective solutions before moving into digital wireframes.
Developed flow diagrams to uncover weaknesses in the existing flow and explore improved solutions for the editing process. This was followed by hand-drawn sketches, allowing creative freedom to design the most effective solutions before moving into digital wireframes.
After UX research, I designed multiple editing screen variations to cover diverse client needs, using a design system to cut implementation time by 60%. The final solution was approved by the Head of Product.
After UX research, I designed multiple editing screen variations to cover diverse client needs, using a design system to cut implementation time by 60%. The final solution was approved by the Head of Product.
{Process Overview}
{Process Overview}
Prioritised user needs by setting up continuous feedback loops to refine and optimise the design. At the same time, we aligned solutions with business objectives by actively engaging with clients to support their success. An agile, iterative prototyping approach allowed us to test, refine, and quickly address usability issues throughout the process.
Prioritised user needs by setting up continuous feedback loops to refine and optimise the design. At the same time, we aligned solutions with business objectives by actively engaging with clients to support their success. An agile, iterative prototyping approach allowed us to test, refine, and quickly address usability issues throughout the process.
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